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Fernando Garrido. Director Customer Success Group
Javier Iglesias. Director Ingeniería de Soluciones
Enrique Polo de Lara....
Patrocinadores
CASOS DE CLIENTESCÓMO SON LOS PROYECTOS
EL CASO:
CUMULUS BANK
Agenda
What to do next?
Próximos pasos para maximizar
tu ROI con Salesforce
​Salesforce Cloud Services
Agenda
Tus objetivos
Definiendo el Programa
Dos aproximaciones diferentes
Cómo es un Proyecto
Caso práctico
Casos de Clien...
Tus objetivos (I)
Cada organización se fiija un horizonte temporal y unos objetivos a alcanzar
específicos. Los programas ...
Tus objetivos (II)
​GRANDES CLIENTES
• Automatización de las Propuestas
Comerciales
• Ofertas Multi-opción para dejar al c...
Tus objetivos (III)
As-Is To-Be Comments
Estrategia
Comercial
Salesforce Chatter & Files features as single tool and
repos...
Agenda
Tus objetivos
Definiendo el Programa
Dos aproximaciones diferentes
Cómo es un Proyecto
Caso práctico
Casos de Clien...
La priorización de proyectos en un programa puede seguir
un modelo de Value-Effort para maximizar el ROI
​Ejemplo de recom...
…y también para proyectos individuales podemos apoyar
la cuantificación de los beneficios
Ejemplo: Value Map for moving to...
Agenda
Tus objetivos
Definiendo el Programa
Dos aproximaciones diferentes
Cómo es un Proyecto
Caso práctico
Casos de Clien...
Existen dos aproximaciones esencialmente diferentes
​Gran Programa de Transformación
• Scope abierto
• Se espera acometer ...
6 focus areas
• Governance Framework
• Program Value Management
Framework
• Operational and Business KPI
Definition
• Refe...
Gran Programa de Transformación (II)
Un “Centro de Transformación” apoya el programa desde tres niveles
Global Layer
Dedic...
Primer Proyecto (I)
Es conveniente sentar los cimientos del proyecto
y siguientes, aplicando “best practices” en:
§ Arquit...
Primer Proyecto (II)
​En Salesforce existen roles que pueden apoyar la toma de decisiones de
arquitectura, en ejecución de...
Define Vision
Build Strategy
Identify
Obstacles
Identify and
Validate KPIs
Build Business
Case
Define Sponsor
Strategy
Sel...
Agenda
Tus objetivos
Definiendo el Programa
Dos aproximaciones diferentes
Cómo es un Proyecto
Caso práctico
Casos de Clien...
Los proyectos en Salesforce son mas rápidos
​Traditional Implementations
Plan
Procure HW,
SW & Setup
Infrastructure
Determ...
Principios clave de Salesforce
​ITERATIVE
Time-to-market
Short phases, long-term vision
Global/local approach
Agility
Feed...
Iterativo – Metodología Agile
Project lifecycle
PLAN
DESIGN
BUILDVALIDATE
DEPLOY
Do a little bit of everything every cycle...
Iterativo – Apoyado en Sprints
Sprint
2 - 4
weeks
24
hours
PRODUCT
BACKLOG
SPRINT BACKLOG
DAILY SCRUM
REQUERIMIENTOS EN
PR...
CASOS DE CLIENTESCÓMO SON LOS PROYECTOS
EL CASO:
CUMULUS BANK
Agenda
Las prioridades del negocio
​Business Priorities let us map business objectives to defined business drivers, key
performan...
Objetivos del VCM
​Value Capabilities Map (VCM) is a customer success tool designed to help you engage in
value discussion...
Objetivos de Cumulus Bank
​Tres ejes:
• Multiplicación del valor de la relación con el cliente. Está relacionado con el re...
Partner
Effectiveness
Enhance
Strategic
Capabilities
Force.com Declarative, Force.com Programmatic, Force.com Services
For...
Business
Value
Lever
Business
Impact
Business Value Driver Cloud Capability
Customer
Acquisition
Increase
Revenue
Chatter,...
Business
Value Lever
Business
Impact
Business Value Driver Cloud Capability
Customer
Growth
Increase
Revenue
Chatter, Cont...
Business
Value Lever
Business
Impact
Business Value Driver Cloud Capability
Sales Cost
Reduction
Reduce
Costs
Communities
...
Business
Value Lever
Business
Impact
Business Value Driver Cloud Capability
Marketing
Cost
Reduction
Reduce
Costs
Communit...
Business
Value Lever
Business
Impact
Business Value Driver Cloud Capability
Improve
Productivity
Force.com Declarative, Fo...
Business
Value Lever
Business
Impact
Business Value Driver Cloud Capability
Marketing
Staff
Productivity
Improve
Productiv...
Partner
Effectiveness
Enhance
Strategic
Capabilities
Force.com Declarative, Force.com Programmatic, Force.com Services
For...
Define Business
Objectives
Define Strategies
Define Vision
Prioritize and group
Initiatives
Develop the Roadmap
What are k...
AGENDA DREAMFORCE
​JUEVES 6 DE OCTUBRE
09:00
Digital Customer Platform: Como Accionar. Hotel Fairmont.
Fernando Garrido. D...
Thank Y u
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Dreamforce 2016: Digital Customer Platform cómo hacerlo real

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Dreamforce 2016: Digital Customer Platform cómo hacerlo real

  1. 1. Fernando Garrido. Director Customer Success Group Javier Iglesias. Director Ingeniería de Soluciones Enrique Polo de Lara. RVP e Iberia Country Manager DreamForce 2016 Delegación Iberia Digital Customer Platform: Cómo Accionar
  2. 2. Patrocinadores
  3. 3. CASOS DE CLIENTESCÓMO SON LOS PROYECTOS EL CASO: CUMULUS BANK Agenda
  4. 4. What to do next? Próximos pasos para maximizar tu ROI con Salesforce ​Salesforce Cloud Services
  5. 5. Agenda Tus objetivos Definiendo el Programa Dos aproximaciones diferentes Cómo es un Proyecto Caso práctico Casos de Clientes 1 2 3 4 5 6
  6. 6. Tus objetivos (I) Cada organización se fiija un horizonte temporal y unos objetivos a alcanzar específicos. Los programas de transformación son una herramienta clave para la consecución de dichos objetivos 12% Increase Sales 15% Time to market reduction 20% Improve Customer Satisfaction 30% Cost Reduction
  7. 7. Tus objetivos (II) ​GRANDES CLIENTES • Automatización de las Propuestas Comerciales • Ofertas Multi-opción para dejar al cliente elegir • Cálculo del precio automático según reglas • Dashboard de Propuestas • Aprobaciones masivas y/o automáticas ​PYMEs • Generación automática de propuestas a clientes de la competencia • Generación automática de propuestas para renovación del servicio • Ofertas multi-opción • Aprobaciones automáticas • Lanzamiento y seguimiento de campañas de Marketing ​A veces estos objetivos se plantean sólo al nivel de un proyecto específico que cubre una serie de necesidades apremiantes para el negocio ya valoradas… *Point of Consumption
  8. 8. Tus objetivos (III) As-Is To-Be Comments Estrategia Comercial Salesforce Chatter & Files features as single tool and repository of information. Cualificación Salesforce as core tool for market approach, lead management and campaign management Venta Salesforce managing the whole sales processes. Interactions with Pricing tools Contratación Wave 1 As-Is Later waves to consider Salesforce as the master workflow manager Servicio Unchanged Later waves may consider Salesforce Service Cloud and Field Service as an option. … y a veces el cambio responde a una estrategia tecnológica o departamental Alcance LEGACY I LEGACY II SAPLEGACY III EXCEL INFORMAL EMAIL SALESFORCE (new)
  9. 9. Agenda Tus objetivos Definiendo el Programa Dos aproximaciones diferentes Cómo es un Proyecto Caso práctico Casos de Clientes 1 2 3 4 5 6
  10. 10. La priorización de proyectos en un programa puede seguir un modelo de Value-Effort para maximizar el ROI ​Ejemplo de recomendación basada en estimaciones de valor para un cliente ImproveEfficiencyAddRevenue Time & Effort Business Value A B CQuick wins High impact features Productivity boosters Reduced effort Larger effort uCustom quotes uSales Campaigns (simple) uCustomer Satisfaction Enquires uContact Management u360 Customer View uMktg Campaigns (std) uLead Management uAlarms (end of contracts & competitors) uTeam collaboration uDoc. repository uBulk approvals uPersonal KPI Dashboard uPublic bids auto-info uBulk Quotes uDashboard multi-proposals uAutomated proposals CBA uMktg Campaigns with automated proposal
  11. 11. …y también para proyectos individuales podemos apoyar la cuantificación de los beneficios Ejemplo: Value Map for moving to a Single Org: IMPROVE CUSTOMER EXPERIENCE Closer engagement with customers with business across all BUs Improved customer satisfaction and loyalty X% increase CSAT Provide 360 view of customers and additional shared insight across BUs Improved data quality X% improvement in data quality INCREASE REVENUE Develop new revenue streams through upsell/cross sell Increase number of products sold per deal X% increase in average opportunity size Global pipeline management and better forecasting of future revenue Improved forecasting X% improvement in forecast accuracy INCREASE EFFICIENCY Increased collaboration between different teams Reduction in email X% decrease in internal email Less duplication of effort between teams through single 360˚ view of customer More time for sales to sell X% improvement in Sales Productivity Example Goal Example Value-driver Example Benefit & KPI
  12. 12. Agenda Tus objetivos Definiendo el Programa Dos aproximaciones diferentes Cómo es un Proyecto Caso práctico Casos de Clientes 1 2 3 4 5 6
  13. 13. Existen dos aproximaciones esencialmente diferentes ​Gran Programa de Transformación • Scope abierto • Se espera acometer numerosos proyectos • Variedad de países con diferentes tamaños y operativas • Proyectos Multi-Cloud ​Primer Proyecto • Scope acotado • Reducido número de proyectos • Un sólo país o pocos operando igual • Una sola nube ​Al iniciar la etapa de licitación, la dimensión del programa o proyecto a acometer condiciona los mecanismos de puesta en marcha de las iniciativas Foco en estructurar el gobierno del programa y los mecanismos de ejecución y seguimiento Foco en la ejecución inmediata aplicando “best practices”.
  14. 14. 6 focus areas • Governance Framework • Program Value Management Framework • Operational and Business KPI Definition • Reference Architecture • Prototyping Framework • Supplier Guidelines and Policies • Test Strategy • Code Repository Definition • User Experience Standards definition • Change and Release Management • Engage with customer team to ensure that standards, and processes defined in “Build your COE” are being followed • Serve as Advisors to Customer’s Management team on strategic planning around Salesforce • Validate customer’s Salesforce consumption is done in the best way • Help in-house staff become self – sufficient • Serve as a knowledge hub for everything Salesforce. • Packaged frameworks and methodologies • Enables IT to move at the speed of business • Brings initiatives to market faster with less risk • Improves overall ROI of Salesforce eco-system • Ensures Regulatory compliance Build your ITC Run your ITC Benefits • Business/IT alignment • Multi-Cloud architecture • Rapid prototyping • In house skills upgrade • Supplier standards and compliance • Performance and portfolio management Gran Programa de Transformación (I) ​Recomendamos dirigirlo y monitorizarlo desde un “Centro de Transformación”
  15. 15. Gran Programa de Transformación (II) Un “Centro de Transformación” apoya el programa desde tres niveles Global Layer Dedicated Layer On Demand Layer Subject Matter Experts, Operations. TrainingSupport to Projects Methodology, Global Governance, Business, Technical Architecture
  16. 16. Primer Proyecto (I) Es conveniente sentar los cimientos del proyecto y siguientes, aplicando “best practices” en: § Arquitectura § Estrategia de Integración § Estrategia de datos § Seguridad § Funcionalidad y uso de entidades § Gobierno y gestión de la demanda § Gestión del cambio y Adopción Estrategia Móvil y Offline § Deployment y gestión de entornos y versiones
  17. 17. Primer Proyecto (II) ​En Salesforce existen roles que pueden apoyar la toma de decisiones de arquitectura, en ejecución de los proyectos y un Centro de Transformación Deep Salesforce product and platform knowledge and experience Demonstrated enterprise and business architecture thought leadership Proven program management experience and decision making at the PMO/CoE Levels 15-20 years of global enterprise leadership: • Big-4 consulting leader and/or MBA • Industry CIO / SVP / Director • Technology Client Partner 15-20 years of global enterprise leadership: • Big-4 consulting leader and/or MBA Business leadership to assist in implementing executive strategies and driving the program office Provide vision and strategy and drive actionable solutions and roadmaps Challenges the status quo by solving age old problems with modern solutions, and delivering tough messages to economic
  18. 18. Define Vision Build Strategy Identify Obstacles Identify and Validate KPIs Build Business Case Define Sponsor Strategy Select a Governance Model Generate Release Mgmt Plan Executive Sponsorship Training & Comms. Support & Change Mgmt Define Key Processes Identify Process Owners Measure Process Effectiveness Define Architecture & Integrations Strategy Build Implementation Framework Define Data Mgmt Strategy Prioritize Goals Track Measures & Improve Manager & End User Value Design Environment Management Processes Change Control Processes Map Capabilities Define Current State Review Product Roadmap Plan Deployment Roadmap Review and Improve Processes Vision & Strategy SUCCESS METRICS ROADMAP SPONSORSHIP & GOVERNANCE ADOPTION PROCESS TECHNOLOGY & DATA Siempre persiguiendo la maximización del ROI Nuestra Metodología para seguir las metas - 7 domains of Success
  19. 19. Agenda Tus objetivos Definiendo el Programa Dos aproximaciones diferentes Cómo es un Proyecto Caso práctico Casos de Clientes 1 2 3 4 5 6
  20. 20. Los proyectos en Salesforce son mas rápidos ​Traditional Implementations Plan Procure HW, SW & Setup Infrastructure Determine Reqs Design Customize and Custom Coding Unit, System, User Acceptance Testing & Code Rewrites Live! TIME 3 MONTHS 6 MONTHS 9 MONTHS 12 MONTHS ​SFDC Implementations Plan TIME 3 MONTHS 6 MONTHS Iterative, Visual Design Method Customize Through Config System Testing & UAT Determine Reqs Live! ROI
  21. 21. Principios clave de Salesforce ​ITERATIVE Time-to-market Short phases, long-term vision Global/local approach Agility Feedback loop ​VALUE-BASED Continuous improvement (short/long releases) Multiple Salesforce releases / year Prioritization of features and deployment based on business benefit vs complexity First deployment on core scope Curent Project Future Future Functionality Future 4 – 6 Months 6 – 9 Months Monthly Monthly visionAcceleration
  22. 22. Iterativo – Metodología Agile Project lifecycle PLAN DESIGN BUILDVALIDATE DEPLOY Do a little bit of everything every cycle Deliver incremental releases throughout PLAN DESIGN BUILDVALIDATE DEPLOY PLAN DESIGN BUILDVALIDATE DEPLOY FEEDBACK & REVIEW FEEDBACK & REVIEW FEEDBACK & REVIEW
  23. 23. Iterativo – Apoyado en Sprints Sprint 2 - 4 weeks 24 hours PRODUCT BACKLOG SPRINT BACKLOG DAILY SCRUM REQUERIMIENTOS EN PRODUCCIÓN SPRINT PLANNING 1 2 4 SPRINT REVIEW 5 0 6 3
  24. 24. CASOS DE CLIENTESCÓMO SON LOS PROYECTOS EL CASO: CUMULUS BANK Agenda
  25. 25. Las prioridades del negocio ​Business Priorities let us map business objectives to defined business drivers, key performance indicators and salesforce.com features and capabilities: • Focus on defining company level strategic objectives, rather than handling execution • Also on company’s Key Performance Indicators, maybe not based on SFDC Should be defined by Business and IT executives or teams defining strategic direction ​Defining them is an opportunity to add value to your organization Elements used for defining Business Priorities: • Business Objective • Business lever • Business Impact • Business Value Driver (Business Priorities) • Cloud and capability
  26. 26. Objetivos del VCM ​Value Capabilities Map (VCM) is a customer success tool designed to help you engage in value discussions throughout the customer's lifecycle, from strategy and business case to value realization ​VCM maps customer’s business objectives to defined business drivers, key performance indicators and salesforce.com features and capabilities Elements included within VCM: • Business lever • Business Impact • Business Value Driver (Business Priorities) • Cloud • Capability
  27. 27. Objetivos de Cumulus Bank ​Tres ejes: • Multiplicación del valor de la relación con el cliente. Está relacionado con el reto de “Distanciamiento entre los clientes y el Banco”. Hay que mejorar la retención. • Redefinición de servicios financieros . Relacionado con el reto de “No aprovechar al máximo las oportunidades de interactuar y dialogar con los clientes por falta de información relevante” de necesidades . • Agilidad y eficiencia en procesos internos. Está relacionado con el reto del “Nacimiento de IBank de la mano de un gigante referencia mundial de internet" . Dos impactos fundamentales: • 5% crecimiento cuota de mercado banca retail y 15% crecimiento operaciones online. • 15% de reducción de costes de operación de procesos internos. Tres hipótesis para el caso: • No hay un problema/oportunidad de funcionamiento de canal • No hay un problema/oportunidad de dimensionamiento, sino de resultado • El mayor coste se esconde en la ineficiencia/lentitud/errores de algunos procesos administrativos ​Transformation Strategic Plan 1 2 3 4 5
  28. 28. Partner Effectiveness Enhance Strategic Capabilities Force.com Declarative, Force.com Programmatic, Force.com Services Force.com Declarative, Force.com Programmatic, Force.com Services S1 Mobile App Force.com Declarative, Force.com Programmatic, Force.com Services Force.com Declarative, Force.com Programmatic, Force.com Services Force.com Declarative, Force.com Programmatic, Force.com Services Ideas Ideas Force.com Declarative, Force.com Programmatic, Force.com Services Chatter Chatter Chatter Communities Communities Communities Communities Communities Work.com Force.com Declarative, Force.com Programmatic, Force.com Services Platform Platform Platform Platform Platform Platform Collaboration CloudCollaboration Cloud Platform Collaboration CloudCollaboration CloudCollaboration Cloud Collaboration CloudCollaboration CloudCollaboration CloudCollaboration CloudCollaboration Cloud Sales Cloud Platform Improve Agility and Flexibility of IT Systems and Platforms Improve Flexibility & Integration of Business Processes across Enterprise, Business Partners & Customers Improve Business Continuity and Disaster Recovery Capabilities Grow Co-Created Innovation Pipeline with Business Partners Improve Customer Ideation Process and Inclusion in Product Prioritization Process Reduce Time between Idea and Solution Improve Collaboration In-Context of Business Processes Improve Strength of Partner Relationship Improve Partner Enablement Programs Improve Alignment between Operational Performance Data and Performance Incentives Improve Quality, Availability and Timeliness of Operational Performance Data Business Value Lever Business Impact Business Value Driver Cloud Capability Agility & Flexibility Operational Excellence Innovation Capabilities Collaboration Effectiveness Business Performance Management Improve Agility, Flexibility, Adoption and Utilization of Business Processes Provide On-Par Capabilities for the Mobile Workforce Improve Process Effectiveness and Efficiency Improve Collaboration and Knowledge Sharing across Enterprise, Business Partners & Customers Improve Cross-Company Collaboration and Knowledge Sharing Improve Integration of IT Systems with Partners Improve Quality and Speed of Communication with Partners Improve Collaboration with Partners in Sales, Service and Marketing 2 3 Cada capacidad de Salesforce apoya un Business Value
  29. 29. Business Value Lever Business Impact Business Value Driver Cloud Capability Customer Acquisition Increase Revenue Chatter, Content Accounts, Contacts, Forecasts, Leads, Opportunities, Sales Console Chatter, Content Accounts, Contacts, Forecasts, Leads, Opportunities, Sales Console Communities Leads, Opportunities Radian6 Data.com, Leads Data.com, Lead Scoring/Pardot, Leads Communities Lead Scoring/Pardot, Leads Data.com, Lead Scoring/Pardot, Leads Accounts, Contacts, Data.com Radian6, Social.com Exact Target Campaigns, Data.com, Lead Scoring/Pardot, Leads Communities Campaigns, Lead Scoring/Pardot, Leads, Opportunities Communities Accounts, Leads, Opportunities Exact Target Campaigns, Data.com, Lead Scoring/Pardot, Leads Exact Target Campaigns, Data.com, Lead Scoring/Pardot, Leads Collaboration Cloud Sales Cloud Collaboration Cloud Sales Cloud Collaboration Cloud Sales Cloud Marketing Cloud Sales Cloud Sales Cloud Collaboration Cloud Sales Cloud Sales Cloud Sales Cloud Marketing CloudMarketing Cloud Sales Cloud Collaboration Cloud Sales Cloud Collaboration Cloud Sales Cloud Marketing Cloud Sales Cloud Marketing Cloud Sales Cloud Increase Opportunity Win Rate Increase Revenue by Sales Rep Increase Partner-Sourced Opportunity Win Rate Increase Lead Generation Increase Lead Conversion Rate Increase Lead Conversion Rate for Partner Leads Increase Lead Quality and Scoring Increase Data Quality Increase Lead Generation from Social Channels Increase Campaign Revenue Increase Campaign ROI Increase Marketing-Sourced Revenue (Channel) Increase Campaign Effectiveness Increase Win/Back Campaign Effectiveness 4 4 4 4 4
  30. 30. Business Value Lever Business Impact Business Value Driver Cloud Capability Customer Growth Increase Revenue Chatter, Content Accounts, Contracts, Forecasts, Leads, Opportunities, Sales Console Accounts, Contracts, Forecasts, Opportunities Force.com Declarative, Force.com Programmatic, ISV Assets, Contacts, Opportunities, Pricebooks, Products, Quotes, Sales Console Cases Contracts, Forecasts, Opportunities Campaigns, Contacts, Opportunities Communities Accounts, Leads, Opportunities Communities Campaigns, Lead Scoring/Pardot, Leads, Opportunities Exact Target Campaigns, Data.com, Lead Scoring/Pardot, Leads Accounts, Campaigns, Contacts, Leads, Opportunities, Social Accounts/Contacts Communities Lead Scoring/Pardot, Leads Collaboration Cloud Sales Cloud Sales Cloud Platform Sales Cloud Service Cloud Sales Cloud Sales Cloud Collaboration Cloud Sales Cloud Collaboration Cloud Sales Cloud Marketing Cloud Sales Cloud Sales Cloud Collaboration Cloud Sales Cloud Increase Opportunity Win Rate Increase Average Order Size Increase Cross-Selling and Up-Selling Increase Revenue per Customer Increase Campaign Revenue Increase Marketing-Sourced Revenue (Channel) Increase Campaign ROI Increase Campaign Effectiveness Increase New Leads from Existing Customer Increase Lead Conversion Rate for Partner Leads 4 4
  31. 31. Business Value Lever Business Impact Business Value Driver Cloud Capability Sales Cost Reduction Reduce Costs Communities S1 Mobile App Cases, Entitlement Mgmt., Knowledge, Live Agent, Salesforce Console, Self Service Communities Cases, Entitlement Mgmt., Knowledge, Live Agent, Salesforce Console, Self Service Reports/Dashboards Campaigns, Contacts Reports/Dashboards Forecasts, Opportunities Opportunities Opportunities Chatter, Communities Force.com Services Opportunities Chatter, Communities Reports/Dashboards Chatter Chatter Accounts, Opportunities Communities Chatter Data.com, Lead Scoring/Pardot, Leads Accounts, Contacts, Data.com Collaboration Cloud Platform Service Cloud Collaboration Cloud Service Cloud Analytics Sales Cloud Analytics Sales Cloud Sales Cloud Sales Cloud Collaboration Cloud Platform Sales Cloud Collaboration Cloud Analytics Collaboration Cloud Collaboration Cloud Sales Cloud Collaboration Cloud Collaboration Cloud Sales Cloud Sales Cloud Increase Customer Satisfaction and Loyalty Increase Retention Rate Increase Retention Campaign Effectiveness Increase Margin per Customer Reduce Sales Cycle Time Reduce Sales Cycle Time for Partner-Sourced Opportunities Reduce Sales Cost Through Partners Increase Partner Opportunity Closure Rate Reduce Administrative Time/Cost Spent on Customer Research Reduce Administrative Time/Cost Spent on Competitor Research Reduce Administrative Time/Cost Spent on Partner Opportunities Reduce Time/Cost to Proficiency Increase Lead Quality and Scoring Increase Data Quality Increase Revenue Customer Profitability Customer Retention 1 3
  32. 32. Business Value Lever Business Impact Business Value Driver Cloud Capability Marketing Cost Reduction Reduce Costs Communities Cases, Knowledge, Self Service Chatter Cases, Knowledge, Salesforce Console Cases, Knowledge, Live Agent, Salesforce Console, Self Service Chatter Cases, Knowledge, Salesforce Console Chatter Cases, Knowledge, Salesforce Console Cases, Knowledge, Self Service Chatter Force.com Declarative, Force.com Programmatic, Force.com Services Force.com Declarative, Force.com Programmatic, Force.com Services Force.com Declarative, Force.com Programmatic, Force.com Services Force.com Declarative, Force.com Programmatic, Force.com Services Force.com Declarative, Force.com Programmatic, Force.com Services Campaigns Campaigns, Leads, Opportunities Exact Target Force.com Declarative, Force.com Programmatic, Force.com Services Collaboration Cloud Service Cloud Collaboration Cloud Service Cloud Service Cloud Collaboration Cloud Service Cloud Collaboration Cloud Service Cloud Service Cloud Collaboration Cloud Platform Platform Platform Platform Platform Sales Cloud Sales Cloud Marketing Cloud Platform Reduce Administrative Time/Cost Reduce Headcount Reduce Complaint Time to Resolution Reduce Time/Cost to Proficiency Reduce Service Cost Through Self-Service Reduce Hardware Cost Reduce Infrastructure Cost Reduce Maintenance Cost Reduce Labor Cost Reduce Software Cost Improve Campaign Management Reduce Administrative Time/Cost Reduce Marketer Content Publishing Time Improve Marketing Development Fund Tracking IT Cost Reduction Service Cost Reduction Increase Case Deflection Reduce Service Response Time Customer Satisfaction Cases, Entitlement Mgmt., Knowledge, Live Agent, Salesforce Console, Self ServiceService CloudReduce Time to Close Cases 3 3 3 5
  33. 33. Business Value Lever Business Impact Business Value Driver Cloud Capability Improve Productivity Force.com Declarative, Force.com Programmatic, Force.com Services Force.com Declarative, Force.com Programmatic, Force.com Services Force.com Declarative, Force.com Programmatic, Force.com Services Chatter Force.com Declarative, Force.com Programmatic, Force.com Services Force.com Declarative, Force.com Programmatic, Force.com Services Quotes Force.com Declarative, Force.com Programmatic, Force.com Services Opportunities Reports/Dashboards Chatter Chatter Force.com Declarative, Force.com Programmatic, Force.com Services Chatter Force.com Declarative, Force.com Programmatic, Force.com Services Cases, Knowledge, Salesforce Console Reports/Dashboards Chatter Chatter Salesforce Console Force.com Declarative, Force.com Programmatic, Force.com Services Force.com Declarative, Force.com Programmatic, Force.com Services Platform Platform Platform Collaboration Cloud Platform Platform Sales Cloud Platform Sales Cloud Analytics Collaboration Cloud Collaboration Cloud Platform Collaboration Cloud Platform Service Cloud Analytics Collaboration Cloud Collaboration Cloud Service Cloud Platform Platform Avoid New Hardware Cost Avoid Price Quotation Errors Avoid SLA penalty Increase Sales Rep Efficiency Increase Sales Rep Reporting Efficiency Increase Sales Rep Collaboration Reduce Sales Rep Onboarding Time Increase Service Rep Efficiency Increase Service Rep Reporting Efficiency Increase Service Rep Collaboration Reduce Service Rep Onboarding Time Increase IT Staff Efficiency Increase Access to and Sharing of Information Reduce Costs Cost Avoidance Sales Rep Productivity Service Rep Productivity IT Staff Productivity Avoid New Software Cost Avoid New Labor Cost Avoid New Maintenance Cost Avoid New Infrastructure Cost
  34. 34. Business Value Lever Business Impact Business Value Driver Cloud Capability Marketing Staff Productivity Improve Productivity Chatter Force.com Declarative, Force.com Programmatic, Force.com Services Work.com Chatter Force.com Declarative, Force.com Programmatic, Force.com Services, S1 Mobile App Work.com Chatter S1 Mobile App Chatter Chatter Chatter Force.com Declarative, Force.com Programmatic, Force.com Services Work.com Exact Target Lead Scoring/Pardot Reports/Dashboards Chatter Chatter Force.com Declarative, Force.com Programmatic, Force.com Services Force.com Declarative, Force.com Programmatic, Force.com Services Reports/Dashboards Chatter Chatter Force.com Declarative, Force.com Programmatic, Force.com Services Collaboration Cloud Platform Sales Cloud Collaboration Cloud Platform Sales Cloud Collaboration Cloud Platform Collaboration Cloud Collaboration Cloud Collaboration Cloud Platform Sales Cloud Marketing Cloud Sales Cloud Analytics Collaboration Cloud Collaboration Cloud Platform Platform Analytics Collaboration Cloud Collaboration Cloud Platform Increase Employee Efficiency Increase Employee Satisfaction Increase Employee Productivity Through Mobile Increase Access to and Sharing of Information Increase Cross-Functional Collaboration Reduce Employee Onboarding Time Increase Marketing Staff Efficiency Increase Marketing Staff Reporting Efficiency Increase Marketing Staff Collaboration Reduce Marketing Staff Onboarding Time Increase HR Staff Efficiency Increase HR Staff Reporting Efficiency Increase HR Staff Collaboration Reduce HR Staff Onboarding Time Employee Productivity HR Staff Productivity
  35. 35. Partner Effectiveness Enhance Strategic Capabilities Force.com Declarative, Force.com Programmatic, Force.com Services Force.com Declarative, Force.com Programmatic, Force.com Services S1 Mobile App Force.com Declarative, Force.com Programmatic, Force.com Services Force.com Declarative, Force.com Programmatic, Force.com Services Force.com Declarative, Force.com Programmatic, Force.com Services Ideas Ideas Force.com Declarative, Force.com Programmatic, Force.com Services Chatter Chatter Chatter Communities Communities Communities Communities Communities Work.com Force.com Declarative, Force.com Programmatic, Force.com Services Platform Platform Platform Platform Platform Platform Collaboration Cloud Collaboration Cloud Platform Collaboration Cloud Collaboration Cloud Collaboration Cloud Collaboration Cloud Collaboration Cloud Collaboration Cloud Collaboration Cloud Collaboration Cloud Sales Cloud Platform Improve Agility and Flexibility of IT Systems and Platforms Improve Flexibility & Integration of Business Processes across Enterprise, Business Partners & Customers Improve Business Continuity and Disaster Recovery Capabilities Grow Co-Created Innovation Pipeline with Business Partners Improve Customer Ideation Process and Inclusion in Product Prioritization Process Reduce Time between Idea and Solution Improve Collaboration In-Context of Business Processes Improve Strength of Partner Relationship Improve Partner Enablement Programs Improve Alignment between Operational Performance Data and Performance Incentives Improve Quality, Availability and Timeliness of Operational Performance Data Business Value Lever Business Impact Business Value Driver Cloud Capability Agility & Flexibility Operational Excellence Innovation Capabilities Collaboration Effectiveness Business Performance Management Improve Agility, Flexibility, Adoption and Utilization of Business Processes Provide On-Par Capabilities for the Mobile Workforce Improve Process Effectiveness and Efficiency Improve Collaboration and Knowledge Sharing across Enterprise, Business Partners & Customers Improve Cross-Company Collaboration and Knowledge Sharing Improve Integration of IT Systems with Partners Improve Quality and Speed of Communication with Partners Improve Collaboration with Partners in Sales, Service and Marketing 2
  36. 36. Define Business Objectives Define Strategies Define Vision Prioritize and group Initiatives Develop the Roadmap What are key business metrics to measure success? Assess impact on organization/ employees How will the Salesforce transformation impact the organization and employees? Identify key Business Metrics Domain #1 Strategy and Vision What are the business objects of the overall Salesforce effort? What should be the basis for deciding which initiatives are pursued first? What are the strategies to enable achievement of your Salesforce vision? What is the vision that will carry forward the Salesforce effort? Domain #2 Business Measures Domain #3 Adoption Domain #5 Roadmap Define Processes Develop the Technology and Data strategy What processes will help achieve the Salesforce vision? Do they need to be re- designed? Domain #6 Process Domain #7 Technology and Data What technology and data strategies and architecture will support the Salesforce effort? How should the list of Salesforce related programs and initiatives be structured to produce maximum benefit? Develop the Center of Excellence Domain #4 Sponsorship and Governance What governance model will best support the Salesforce effort? Como seguir?: Domain Development Approach
  37. 37. AGENDA DREAMFORCE ​JUEVES 6 DE OCTUBRE 09:00 Digital Customer Platform: Como Accionar. Hotel Fairmont. Fernando Garrido. Director CSG 11:00 Break 11:30- 17:00 Everis VIP experience
  38. 38. Thank Y u

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